6 Ingredients For a Thankful Customer

McKay Borbon | Content Marketing Manager

Have you ever wondered how to make a customer thankful that your brand exists?

Well, we have a recipe even Gordan Ramsey would approve of.

Salesforce found that when a company’s customer service is excellent, 78% of consumers will do business with them again--even after a mistake was made. This makes great customer service a saving grace even when your company is caught slippin’.

Customers that are happy and thankful also spend 140% MORE than those who have poor customer experiences. Naturally, those thankful customers become brand loyalists while also boosting LTV. So, how can you get cooking on creating the perfect customer experience souffle?

Here’s Thankful’s family recipe for a thankful customer that will drive revenue and social media praise.

Recipe For a Thankful Customer:

Begin with a Pinch of Delight

How is customer satisfaction different from customer delight?

Customer satisfaction is when you meet customers’ needs or expectations; customer delight is when you go above and beyond customers’ expectations.

Delight works wonders in building long-term loyalty, repeat purchases, and sweet social media shout-outs. This can be a brand’s secret ingredient to growing its customer base, investing in long-term ROI, and breeding brand evangelists.

One easy way to do this? Personalize each customer interaction and on occasion, when a customer encounters an issue with their purchase, throw in a $5-10 store credit on top of it. This showcases your brand’s attentiveness for each individual customer and the store credit increases your chances of them becoming a repeat buyer.

Stir In 3 Heaping Cups of Empathy

Did you know that empathy-driven experiences lead to increased customer engagement? A Gallup survey found that customers are 9 times more likely to be engaged when they receive empathetic customer support.

All customers want is to be understood and feel cared for. Leverage empathy as a way to connect and humanize your customer experience. Remember, support tickets are people. 84% of customers are more likely to continue doing business with you if they're treated like a person, rather than a ticket. There are big rewards to making empathy the backbone of your brand's mission - during the holidays and beyond.

70% of the customer's journey is based on how the customer feels they are being treated. (McKinsey)

Sift In a Few Pinches of Speed

For better or worse, we live in a culture of urgency where everything is urgent and requires the utmost attention. This trickles into every facet of the human experience, even customer support.

Customers want instant, thorough resolutions any time of day and on any device they happen to be on. In fact, 89% of customers consider speed of response and speed of resolution the most important aspects of a good customer support experience.

So, what’s a swift way to sift in speed throughout the customer's journey? Use automation.

Thankful’s Agent Assist responds with the right action in seconds, just like a human working at machine-speed. This leaves human agents with more time to address complex requests, speeding up your ticket queue for all issues in addition to the ones Thankful handles.

Check out the top 50 ticket types Thankful can automate to bring seamless speed to your operations.

Pour 2 Cups of Personalization

Segment found that 49% of buyers made impulse purchases after receiving a more personalized experience.

These days you can customize everything from vitamins to shampoo--so why not give your customers a custom experience by aligning their preferences and intent for a unique buying experience?

Personalization is your partner for building trust, brand reputation, revenue, and creates a geyser of referrals. By implementing omnichannel support alongside it, the CX souffle will start to rise. It helps to create seamless customer interactions and cross-functional data to revolutionize the way you operate.

A Cup Full of Consistency

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Did you know that 87% of customers think brands need to provide a more consistent customer service experience? Yikes.

Some of the top e-commerce brands are beginning to leverage natural language processing (NLP) to drive consistency. NLP empowers brands to closely analyze customer sentiment and feedback throughout the omnichannel experience. This turns problems into opportunities to learn how to deliver consistency during every customer touch point and interaction.

Thankful’s best-in-class NLP achieves a level of nuanced understanding. Our AI Agent understands your customers almost better than you do and was built to deliver an unmatched human-like experience. See it for yourself here.

Bake to Perfection with Convenience

Convenience is the unifier of all the ingredients we mentioned in this recipe.

Smart Insights found that “97% of consumers have abandoned a purchase because the service wasn’t convenient enough, showing that e-commerce needs to compete on more than price.”

Brands like MeUndies are leading the way in delivering convenience as a competitive advantage. How? Check out their secret sauce here.

Delight, empathy, speed, personalization, consistency, and convenience are the 6 ingredients for a thankful customer. See the amazing results these 5 brands achieved by leveraging these ingredients here.

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